Review of concepts in previous literature on the variables used in the study
| Variable | Authors | Context | Concept |
|---|---|---|---|
| Customer experience | Carbone and Haeckel (1994) | B2B | The sum of aggregated and cumulative customer perceptions, both emotional and rational, in their relationship to the use of a specific brand |
| Schmitt (1999) | B2B-B2C | That perception or recognition that continues with a stimulated motivation on the part of the customer | |
| Edvardsson et al. (2005) Verhoef et al. (2009) | B2B | Multidimensional construct that increases the loyalty of industrial customers by understanding their needs and must be understood from the customer's perspective | |
| Pareigis et al. (2012) | B2B | It is the global evaluation of interactive value formation three-dimensional: cognitive evaluation and two affective dimensions, positive activation, and positive deactivation | |
| De Keyser et al. (2015) Lemon and Verhoef (2016) McColl-Kennedy et al. (2015) | B2B-B2C | An experience that involves cognitive, emotional, affective, physical, sensory, spiritual, and social aspects | |
| Klaus and Maklan (2012) Roy et al. (2019) | B2B | It is composed of different elements, both cognitive and emotional, all of which must be taken into account by companies to achieve better outcomes | |
| Vakulenko et al. (2019) | B2B | Key antecedent of customer value and satisfaction | |
| Witell et al. (2020) | B2B-B2C | It becomes one of the top priorities of marketing managers and researchers | |
| Basic Service experience | Eiglier and Langeard (1987) | B2B | The main reason why a customer chooses a particular supplier |
| Keller (1998) | B2B | The process by which the result is obtained | |
| Grace and O ‘Cass (2004) | B2C | The main service experience of the hotel sector would be the main service offered by the hotel, i.e. sleeping in a room with certain characteristics | |
| Tax and Stuart (1997) | B2B | It is the core of the service that a provider offers to the market. They indicate that the basic service experience is more complex than the production of a product | |
| Abhari et al. (2019) | B2B | For a successful customer experience, the basic service experience must be implemented with complementary services that increase the customer's perceived value and trust in the service | |
| Moorman and Finch (2017) | B2B | To evolve this basic service and achieve greater differentiation, investments must be made in complementary services that enrich the basic services | |
| Roy et al. (2019) | B2B | Aspects such as whether the supplier offers different delivery options, makes beneficial offers related to business needs, or has a contact person to assist the client during the service process should be taken into account | |
| Moments of truth | Grönroos (1994) Edvardsson et al. (2000) | B2B | When the customer and the supplier interact and the quality of service is defined by the customer |
| De Keyser et al. (2015) | B2B | Those specific instants in which the customer relates to the supplier | |
| Pantano and Viassone (2015) Zomerdijk and Voss (2010) | B2B | Imply a broader meaning when referring to a customer's relationship with the product or service on any channel, both physical and digital | |
| Lemke et al. (2011) | B2B | For a customer experience to be enjoyable, each moment of truth must be classified and weighted to have an accurate understanding of the customer's subjective view | |
| Jüttner et al. (2013) | B2B-B2C | Key indicators that define experience and its assessment by the customer | |
| Raina et al. (2018) | B2B | Key to understanding the overall customer experience and customer satisfaction | |
| Focus on results | Berry et al. (2002) | B2B | For a customer to want a long-term supplier, a focus on facilitating the purchase and the entire pre- and post-purchase process is essential |
| Williams et al. (2020) | B2C | Variable that increases customer experience through ease of use | |
| Demangeot and Broderick (2006) | B2B | Part of the customer experience management that amplifies the experience that the customer feels when interacting with a company by feeling that the supplier is making their day-to-day life easier | |
| Gardner et al. (1994) | B2B | This dimension is concerned with partnership behavior to proactively contribute to facilitating business objectives in the B2B sector | |
| Codina Barragán et al. (2017) | B2B | The experience must be easy, focused on offering customers what is most interesting to them, being transparent with the customer without holding anything back or using fine print that goes against their interests, and being an integrated commercial brand by comprehensively showing its promise and doing what is best for the customer | |
| Maklan and Klaus (2012) | B2B | Reflects the importance of experiences that are guided by a specific objective which is associated with the reduction in customer transaction costs, such as the search for and qualification of new suppliers | |
| Peace of mind | Otto and Ritchie (1996) | B2C | The most important attribute in attracting customers |
| Bendapudi and Berry (1997) | B2B | A dimension that has a direct impact on the customer's assessment when interacting with the supplier | |
| Maklan and Klaus (2012) | B2B | A relevant aspect to ensure service quality | |
| Lee et al. (2013) | B2B-B2C | Peace of mind from a psychological perspective that emphasises the category of hedonic pleasure and affective well-being | |
| Anderson and Simester (2014) | B2B | Fundamental attribute of an excellent customer experience | |
| Johnston and Clark (2008) Sinčić Ćorić and Jélic (2015) | B2B | It helps strengthen the customer–supplier relationship through increased trust and satisfaction | |
| Krishna and Deshwal (2016) | B2B | It shows the emotional benefits that customers can experience based on the perceived experience of their service provider | |
| Ahmad Nizar and Zainal Abidin (2021) | B2B | Key aspect of decision-making | |
| Customer satisfaction | Churchill and Surprenant (1982) | B2B | A customer's response to the consumption of a product or service. This response can be the result of a consumption experience in which the customer constantly evaluates all the variables of the experience |
| Oliver (1993) | B2B | An evaluation that is made about a defined transaction with a given company | |
| Geyskens et al. (1999) | B2B | An emotional or affective state resulting from the evaluation and comparison with expectations of all relevant aspects of a business relationship | |
| Bardauskaite (2014) | B2B-B2C | The product of the customer's experience of using or consuming the service | |
| Chang and Thai (2016) | B2B | Key indicator of industrial company success | |
| Roy et al. (2019) | B2B | A key factor in understanding the reasons why companies decide to use and recommend their main express delivery provider | |
| Barbosa et al. (2021) | B2B | High levels of satisfaction are usually associated with greater trust in the supplier and, at the same time, with an increase in switching costs, which, together, would lead to an increase in repurchase and recommendation intentions |
| Variable | Authors | Context | Concept |
|---|---|---|---|
| B2B | The sum of aggregated and cumulative customer perceptions, both emotional and rational, in their relationship to the use of a specific brand | ||
| B2B-B2C | That perception or recognition that continues with a stimulated motivation on the part of the customer | ||
| B2B | Multidimensional construct that increases the loyalty of industrial customers by understanding their needs and must be understood from the customer's perspective | ||
| B2B | It is the global evaluation of interactive value formation three-dimensional: cognitive evaluation and two affective dimensions, positive activation, and positive deactivation | ||
| B2B-B2C | An experience that involves cognitive, emotional, affective, physical, sensory, spiritual, and social aspects | ||
| B2B | It is composed of different elements, both cognitive and emotional, all of which must be taken into account by companies to achieve better outcomes | ||
| B2B | Key antecedent of customer value and satisfaction | ||
| B2B-B2C | It becomes one of the top priorities of marketing managers and researchers | ||
| B2B | The main reason why a customer chooses a particular supplier | ||
| B2B | The process by which the result is obtained | ||
| B2C | The main service experience of the hotel sector would be the main service offered by the hotel, i.e. sleeping in a room with certain characteristics | ||
| B2B | It is the core of the service that a provider offers to the market. They indicate that the basic service experience is more complex than the production of a product | ||
| B2B | For a successful customer experience, the basic service experience must be implemented with complementary services that increase the customer's perceived value and trust in the service | ||
| B2B | To evolve this basic service and achieve greater differentiation, investments must be made in complementary services that enrich the basic services | ||
| B2B | Aspects such as whether the supplier offers different delivery options, makes beneficial offers related to business needs, or has a contact person to assist the client during the service process should be taken into account | ||
| B2B | When the customer and the supplier interact and the quality of service is defined by the customer | ||
| B2B | Those specific instants in which the customer relates to the supplier | ||
| B2B | Imply a broader meaning when referring to a customer's relationship with the product or service on any channel, both physical and digital | ||
| B2B | For a customer experience to be enjoyable, each moment of truth must be classified and weighted to have an accurate understanding of the customer's subjective view | ||
| B2B-B2C | Key indicators that define experience and its assessment by the customer | ||
| B2B | Key to understanding the overall customer experience and customer satisfaction | ||
| B2B | For a customer to want a long-term supplier, a focus on facilitating the purchase and the entire pre- and post-purchase process is essential | ||
| B2C | Variable that increases customer experience through ease of use | ||
| B2B | Part of the customer experience management that amplifies the experience that the customer feels when interacting with a company by feeling that the supplier is making their day-to-day life easier | ||
| B2B | This dimension is concerned with partnership behavior to proactively contribute to facilitating business objectives in the B2B sector | ||
| B2B | The experience must be easy, focused on offering customers what is most interesting to them, being transparent with the customer without holding anything back or using fine print that goes against their interests, and being an integrated commercial brand by comprehensively showing its promise and doing what is best for the customer | ||
| B2B | Reflects the importance of experiences that are guided by a specific objective which is associated with the reduction in customer transaction costs, such as the search for and qualification of new suppliers | ||
| B2C | The most important attribute in attracting customers | ||
| B2B | A dimension that has a direct impact on the customer's assessment when interacting with the supplier | ||
| B2B | A relevant aspect to ensure service quality | ||
| B2B-B2C | Peace of mind from a psychological perspective that emphasises the category of hedonic pleasure and affective well-being | ||
| B2B | Fundamental attribute of an excellent customer experience | ||
| B2B | It helps strengthen the customer–supplier relationship through increased trust and satisfaction | ||
| B2B | It shows the emotional benefits that customers can experience based on the perceived experience of their service provider | ||
| B2B | Key aspect of decision-making | ||
| B2B | A customer's response to the consumption of a product or service. This response can be the result of a consumption experience in which the customer constantly evaluates all the variables of the experience | ||
| B2B | An evaluation that is made about a defined transaction with a given company | ||
| B2B | An emotional or affective state resulting from the evaluation and comparison with expectations of all relevant aspects of a business relationship | ||
| B2B-B2C | The product of the customer's experience of using or consuming the service | ||
| B2B | Key indicator of industrial company success | ||
| B2B | A key factor in understanding the reasons why companies decide to use and recommend their main express delivery provider | ||
| B2B | High levels of satisfaction are usually associated with greater trust in the supplier and, at the same time, with an increase in switching costs, which, together, would lead to an increase in repurchase and recommendation intentions |
Source(s): Table by authors
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